IT Analyst - Business

Position: IT Analyst - Business Applications
Overview of the role

Working with IT Operations Centre Management, the Business Applications Team will oversee the day-to-day operation of the 3rd line IT Business applications support Service.

The Business Applications Team will play a pivotal role in ensuring that our applications perform to a high level while adhering to Mott Mac Donald's policies and procedures.

Key duties and responsibilities include:

* Provide support to the Business Applications team, including but not limited to components of the Deltek ERP suite

* Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication within the agreed SLA’s

* Work closely with the wider applications teams helping to define support requirements and improvements to service across Business Applications

* Act as a technical support analyst within the team - for complex support issues and critical situations in the owned technology areas

* Collaborate with our third-party support partners to manage, monitor, and resolve problems, incidents and requests escalated to them

* Ensure day-to-day activities and checks as part of the on-going maintenance are carried out in a timely manner and provide input to a forward schedule of maintenance, upgrades, and projects

* Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity

* Ensure the IT solutions we deliver comply with Mott Mac Donald standards, policies and any regulation; this includes adhering to our internal governance

Candidate specification

Essential:

* Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience

* Strong understanding of a global ERP system, including SAP modules

* Experience of IT Service management best practice, especially Incident, Problem and Change Management

* Excellent verbal and written English communication skills

* Exceptional customer service skills

Desirable:

* Knowledge of ITIL Service Management best practices, ITIL V3/V4

* Experience in Service Now or similar ITSM Tools

* Experience in providing support for Deltek Maconomy or other ERP system

* Experience of working in a global organization

Personal Attributes:

* Passionate about technology and learning

* Ability to balance demands and priorities and think clearly under pressure

* Attention to detail and a focus on quality

* Excellent conflict resolution, communication, and collaboration skills

* Logical and analytical approach to solving problems